Did you even read the article? Right before the part you quoted the author defined customer service to be the un-automatable parts of what we now consider custo

Did you even read the article? Right before the part you quoted the author defined customer service to be the un-automatable parts of what we now consider customer service, the purpose of the redefinition being to make people realize that not all aspects of it can be automated. You mentioned problems with the computerized components of what we today call "customer service". You're arguing with a definition the author didn't use, not to mention making a speculative ad hominem attack...